Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

eglobalis

JUNE 27, 2024

Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback. Sales and delivery teams provide invaluable data through regular customer interactions. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

ECXO

NOVEMBER 26, 2024

Here are some strategies to build a more resilient and scalable customer experience. Build a Customer-Centric Culture Rather than depending on individual heroes to save the day, focus on building a customer-centric culture across the organization.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

C3Centricity

JULY 20, 2020

. #2 Meeting company quotas: Instead of company quotas on the number or proportion of new product launches, a better target is a percentage of sales. This should eliminate all but the very best ideas, which are expected to increase sales rather than merely replace current products or expand on-shelf display. #3

Innovation 331

Innovation Leadership How To Marketing 331

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Sales and Delivery Teams : Providing invaluable data through regular customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer receives the wrong item in their shipment and needs help making it right, so they open the store app to contact support. A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Kristina Evey

JULY 9, 2014

They believe that they need to amp up their sales force or train their front line staff better. Sit down with your leadership team, managers, or whomever you see as a leader in your company. Getting new customers is much easier when everyone is sending the same message and delivering a consistent customer experience.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

ECXO

DECEMBER 25, 2024

When businesses focus on giving their customers a fantastic experience, those customers tend to stick around longer, spread the word to their friends, and become loyal advocates. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. Trust Your Customers: Building trust is the foundation of loyalty.

Automotive 469

Automotive Loyalty System Return on Investment 469

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

ECXO

MAY 11, 2023

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. Is your business truly customer-centric?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. Empowerment lies at the core of your leadership. Making sure that I am better than my old self is a big focus of mine.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Lumoa

MAY 21, 2018

." - Jeff Bezos , CEO at Amazon But hold on in there, marketing doesn't (and shouldn't) manage the whole customer journey alone. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

InMoment XI

MARCH 7, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 150

Customer Centricity Leadership Sales Strategy 150

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Michelli Experience

FEBRUARY 20, 2018

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer.

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Saying were customer-centric is not a strategy. You need to define YOUR customer experience promise and YOUR definition of success. Your work can achieve these for your organization. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

DCX

MARCH 11, 2025

📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Leave a comment What Successful CX Leaders Do on Sundays DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!

Customer Centricity 52

Customer Centricity Self Service Chatbots NPS 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

ECXO

JUNE 11, 2023

But … CX programmes have gained limited traction in a sector that is still working out how to shift to customer-centric business models. The way to differentiate is through a superior experience rooted in helping customers use products and services to achieve their business goals and overcome their challenges. This is urgent.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Alida

OCTOBER 5, 2017

If you want to create a successful customer experience (CX) ecosystem, someone needs to take charge. Joint research released by CMO Council, SAP Hybris and SellingPower magazine suggests it’s sales and marketing who should take joint command. While both sales and marketing are laser-focused on growth, they are not on the same page.

Sales 140

Sales Marketing e-support Leadership 140

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Service is just ONE of the many business functions who are responsible for delivering the ‘end to end experience’ to customers.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc. Spears Center for Servant Leadership Inc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130